The Heart of Change: Real-Life Stories of How People Change Their Organizations

(T)he core of the matter is always about changing the behaviorchange happens in highly succesful situations mostly by speaking to people's feelings. This is true even in organizations that are very focused on analysis and quantitative measurement, even among people who think of themselves as smart in an M.B.A. sense. In highly successful change efforts, people find ways to help othres see the problems or solutions in ways that influence emotions, not just thought. Feelings then alter behaviour sufficiently to overcome all the many barriers to sensible large-scale change . Conversely, in less successful cases, this seeing-feeling-changing pattern is found less often, if at all.